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Vitesse Selects UniPress Software’s FootPrints to Centralize and Automate Internal Help Desk Activities to Support Employees WorldwideHelp Desk and Issue Management Software Gives Centralized and Automated Support To Improve Effectiveness of Help Desk and Service for Users WorldwideEDISON, NJ (September 7, 2001) – UniPress Software, Inc., a leading provider of help desk and issue management software, today announced that its FootPrints issue management software is being used by Vitesse Semiconductor Corporation, a leading designer and supplier of innovative, high-performance integrated circuits (ICs) used in next generation networking and optical communications equipment. Vitesse has deployed FootPrints to automate the process of providing technical support to the company’s 1200 employees, located at sites around the world. FootPrints is 100% web-based help desk and issue management software to centrally track and manage issues and tasks for help desks, as well as a range of other business applications, without the high costs and complex administration of other tools.With employees at sites across the US, Europe and Asia, Vitesse offers dedicated support personnel to help with anything from voice mail trouble to hardware issues, licensing matters and software problems. Prior to FootPrints, the company’s employees used an HTML-based form to send email requests to a main support manager, who routed tickets to the appropriate local technician, and also manually entered each one into Excel for tracking. With hundreds of tickets pouring in each day, this process quickly became unmanageable. Tickets were often left untouched for hours, even days – while still others got completely lost. It became nearly impossible to enter every request in Excel. As a result, Vitesse had no way to track who was working on what, status of open tickets or whether or not a ticket had been closed. To simplify the process, manage tracking and improve service levels, Vitesse searched for an online help desk solution that could centralize and automate support efforts. FootPrints was the only solution among the tools that Vitesse reviewed that could support the company’s full set of requirements. Vitesse sought a simple, web-based solution that could offer seamless, worldwide access, keep both technicians and employees in the loop with automatic email updates, provide managers with extensive reporting capabilities – and most importantly, flexibly support the company’s existing infrastructure. FootPrints provided Vitesse with a fully web-based solution that simultaneously supports multiple users and groups, working on different systems, in any language, anywhere in the world. Approximately 40 technicians and more than 1000 users at Vitesse’s international locations can enter and track tickets using any standard browser. No client software is required. Tickets can be categorized by location, type of request and more using simple web forms and drop down menus. As a result, the main support manager can quickly identify and sort incoming requests, reducing routing times to minutes – not days. Each ticket is automatically tracked within FootPrints throughout its life cycle. Automatic email reminders keep technicians and employees always informed of changes, progress and other status. In addition, management can access a range of built-in and custom reports to study trends, statistics, time tracking/billing and more. Because FootPrints is truly web-based – not a web-enabled add-on to a client/server system like other products – it eliminates the high costs, complexity and hands-on administration required by other tools, addressing Vitesse’s need for a simple solution to install, maintain and use. FootPrints is extremely easy-to-use, and can be quickly deployed. Within a week, Vitesse had its help desk fully up and running across the worldwide organization. A key part of the installation was FootPrints’ ability to support Vitesse’s existing UNIX infrastructure. FootPrints offers a dynamic link with Vitesse’s Network Information System (NIS), which stores critical company user and password information. New users and updates can be added directly to the NIS directory, and are instantly recognized in FootPrints with the appropriate password and other information. FootPrints is also available for Windows NT and 2000 systems. “Since installing FootPrints, we have seen a real difference in the effectiveness of our internal help desk,” said Dave Marshall, Systems Administrator for Vitesse’s Colorado Springs Manufacturing facility. “we have really been able to improve the level of service we provide to our own employees – which has an important effect on our business as a whole. By streamlining our internal operation, we can turn our full attention to our customers, and continue to provide them with top-quality products.” About UniPress Software, Inc. Headquartered in Edison, New Jersey since 1983, UniPress Software, Inc. is a developer of web-based issue management software used by departments within large enterprise organizations, as well as small- and medium-sized businesses to support various internal help desk, external support center/CRM, development/bug tracking, IT resource tracking, consulting and other project management activities. FootPrints has received TMC’s CRM Excellence Awards in 2000 and 2001, Customer Interaction Solutions’ Product of the Year 2000 and Call Center CRM Solutions’ Editors Choice 2000 Award. FootPrints customers include 50,000 users worldwide at corporate organizations, government offices and educational institutions. UniPress is also a global distributor of PC and UNIX connectivity tools, and has served more than 20,000 customers since its inception. For more information, contact UniPress at 732-287-2100, or access the company’s web site, www.unipress.com. Editorial Contact: Kevin McLaughlin Springboard PR 732-863-1900 ext.103 kmclaughlin@springboardpr.com top of page |
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